Thank you to everyone who shared their NCSW activities and interactions with us throughout the week – your commitment to delivering outstanding customer service is truly inspiring, and it is organisations like yours that make a significant impact on customer experiences.
We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated throughout the week in your organisations. Below are some of our highlights from LinkedIn and Twitter.
We are sorry if you have not been featured – we had too many to include all of them! You can follow the #NCSW2023 hashtag on Twitter and LinkedIn for more posts.
We hope you enjoyed the week and we look forward to seeing you in 2024!
Listen to our CEO, Jo Causon, discuss some of this year’s National Customer Service Week highlights:
We started National Customer Service Week 2023 by discussing the future of AI. David Dagger, Director of Comms and Corporate Affairs at the Institute, was in conversation with Simon Shaw, Director, Digital Care at Virgin Media O2 during our AI webinar. They discussed the impact on customer service and the challenges and ethics in the adoption of AI in a service context.
Tuesday was Service with Respect Day. We asked you to join us in supporting our vital campaign and highlighting the recent change in legislation which now protects all customer-facing workers from hostility and abuse. For a quick overview, watch our Service with Respect Day video featuring our CEO, Jo Causon.
On Wednesday, we discussed how to build recognition of service as a valued career and profession, with a significant voice and position in the boardroom. Our recent report, ‘Building the Service Nation: Changing Perceptions about the Profession of Customer Service’, identified what actions are necessary and by whom to build recognition of service as a defined career and recognised profession.
Rewatch our Breakthrough Research Launch Webinar recording for an overview of the recent research results.
On Thursday, we discussed the link between sustainable growth and long-term success.
Watch our member interview with Helen Luty, Head of Customer Experience at Landmark Information Group. Helen talked about the journey her team embarked on to gain the ServiceMark accreditation and the impact it has had so far.
Friday was all about celebrating those people that have succeeded through adversity and made a significant impact on your customers.
We held a NCSW-exclusive UK Customer Satisfaction Awards webinar, where we shared our top tips on writing winning award entries and heard from some of our previous winners and Chair of Judges, Mike Faulkner.
Following requests and suggestions from our members, our Academy has launched a series of training modules and workshops designed to help your organisation deal with challenging customer interactions and customer vulnerability with confidence.
To round off the week we held a Twitter competition asking you and your colleagues to vote for your organisation’s Customer Service Heroes.
In celebration of National Customer Service Week, we asked you to share your winners with an example of their achievements using the hashtag #cshero on Friday.
Selecting a winner out of the numerous entries received was not an easy task. We loved seeing all of your customer service heroes in action, and the winner is… Brandon Lee from FM Outsource – congratulations and well done!
- Rachel Rooney, Customer Success Business Partner at Mears, gives an insight into what a typical week in her role is like – read the blog here.
- Expereo’s CRO, Ben Elms, shared his thoughts on the importance of delivering a first-class customer experience and why it is vital that every member of the team buys into the process – find out more here.
- Abri’s Head of Customer Contact, Tom Ramadan, discusses the importance of supporting their colleagues to better meet their customers changing needs – read more here.
- Caroline King, Customer Operations Director at Ageas UK, shares her thoughts on how customer service has evolved and how we can build recognition of it as a valued career and profession – read the full article here.
- Newbury Building Society’s Head of Customer Service, Melanie Mildenhall, gives an insight into their approach to service development and sustainable delivery – take a look at the article here.
- Stephen Long, Claims and Operations Director at Covea Insurance, talks about customer service as a career choice and shares his personal experience here.
- Vicki Heslop, Director Of Customer Experience at Covea Insurance, explains how becoming a Service with Respect campaign supporter has helped make a difference for the organisation here.
- Ant Middle, CEO of Ageas, reflects on the importance of National Customer Service Week, discusses his role with the Institute and tells us why he is passionate about customer service – watch the video here.
To celebrate National Customer Service Week, our colleagues set up an 'Appreciation Station' to leave messages that recognise and celebrate the things our colleagues do to support our members, and each other! #NCSW2023 @instituteofcs pic.twitter.com/N1hIQZJeWp— Pension Protection Fund (@PPF) October 6, 2023
“I love my role in the #CustomerExperience team as I get a lot of job satisfaction from helping our customers.”— Nottingham Community Housing Association (@NottsCommHA) October 2, 2023
"It can sometimes be challenging but the fact that we are such a supportive team helps us stay resilient and enthusiastic.” Megan #NCSW2023 @instituteofcs pic.twitter.com/g6rPJ5stRM
Our #cshero Laura keeps in touch with customers and provides additional information to help. Fab 5/5 customer review Laura! #NCSW2023 @instituteofcs She's amongst over 155 with National Qualifications in #CustomerService. Tips to #BeWiseOnWater 👉 https://t.co/qMKc4K05yf pic.twitter.com/iNy2oHU1QD— Water Plus (@WaterPlusUK) October 6, 2023
Now out to say a National Customer Service Week thanks to station teams who help look after our customers including @GNRailUK’s Christian and Cheryl at Stevenage, @LNER’s Sonia and Kai at Grantham, Kevin, Wendy and Charlotte at Retford and @GC_Rail’s Andy at King’s Cross. #NCSW23 pic.twitter.com/KZyCPo4wAr— Martijn Gilbert (@NEMartijn) October 6, 2023
To finish off another successful @instituteofcs— Cirencester Friendly (@Ciren_friendly) October 6, 2023
National Customer Service Week.
Our Customer Service Hero is Lynne Richards from our Member Services Team. Read why she was nominated and why she's our hero below. #cshero #NCSW23 #HERO #recognition pic.twitter.com/8FRBIjbJXu
We've had a fantastic week celebrating #NCSW2023 😁📷What better way to end the week by recognising our #CustomerService #heroes across the country and amongst our #subcontractor partners too.— Redrow plc (@Redrowplc) October 6, 2023
Take a look at our divisional heroes below 🤩🎉#ServiceRegonitionDay #ValuingPeople… pic.twitter.com/IFx1JsT1JD
As part of #NCSW2023, today's theme is #DrivingSustainableGrowth.— Newbury Building Society (@NewburyBS) October 5, 2023
We asked our Head of #CustomerService, Melanie, about the Society’s approach to service development and sustainable delivery.
Take a look at the article on our website: https://t.co/3r6rVr4f5t@instituteofcs
Hearing stories like this from our customers really puts into perspective the amazing work our colleagues do every day 💛— Yorkshire Housing (@yhousing) October 6, 2023
Ursula's story is one we'll never forget, and the compassion Clare showed during this time really is second to none.#NCSW2023 #CustomerService pic.twitter.com/Zt0tI4Gkwy
A big ‘thank you’ to our friends @EQUANS_UK for stopping by with a cake to mark #nationalcustomerserviceweek— Bernicia (@BerniciaGroup) October 3, 2023
Claire Davies dropped off the cake with Mark Brewis & Jonathan Reeder-Scott after another successful year working together on fire safety door installation #NCSW2023 pic.twitter.com/DMDw3QwE4e
It’s National Customer Service week and we’re celebrating the work our teams do to provide a good service, first time, delivered excellently, with a strong local focus.— AsterGroupUK (@AsterGroupUK) October 2, 2023
Find out more about our work in our Customer Annual Report:https://t.co/rf5bXY89pb#NCSW2023 pic.twitter.com/16zXzXcUea
To celebrate the start of National Customer Service week, we’ll be giving out free hot drinks on trains with a catering service today! ☕— TransPennine Express (@TPExpressTrains) October 2, 2023
Please speak to our lovely Customer Hosts on-board and they will be happy to serve you a free cuppa. #NCSW2023 pic.twitter.com/SlfQs2QO4S
Today’s National Customer Service Week tip from our @instituteofcs award-winning team is all about feedback!— Federation of Small Businesses (FSB) (@FSB_Voice) October 5, 2023
You can gain valuable insights and find areas for improvement via surveys, social media, and direct communications.#NCSW2023 #SmallBusinessBigIdeas pic.twitter.com/UofUoTvsZr
It's National Customer Services Week so we're celebrating our customer services team and this week will put faces to some of the voices you hear on the phone. Today, Iuliana tells us what working in our customer services means to her...#NCSW2023 @instituteofcs pic.twitter.com/yPjaO27wkP— Raven Housing Trust (@RavenHT) October 3, 2023
We’re embracing @instituteofcs National Customer Service Week here @LumoTravel and @Hull_Trains with a number of awareness activities across our teams, onboard with customers and with fellow railway colleagues who help us serve our customers #NCSW2023 #NationalCustomerServiceWeek pic.twitter.com/n7OOmauzoj— Martijn Gilbert (@NEMartijn) October 2, 2023